Published version: 10 September 2026.
1. What you can raise
Tell SAMI if you are unhappy with our advice, application handling, communication, staff or representative conduct, charges, refunds, privacy, accessibility, portal access or event service. You can complain without buying another service and without giving up a legal right. A good-faith complaint will not be treated as misconduct simply because it is critical.
We can review SAMI's work and help identify the right contact for a third-party issue. We cannot overturn a university, scholarship, visa, bank or other independent decision. A complaint about that decision may nevertheless reveal a separate issue with SAMI's own work, which we will examine.
2. How to contact us
Email info@sami.uz with “Complaint” in the subject, contact us on +998 71 208 3222, or write to SAMI-SM MCHJ at Niyozbek Passage 3, 6a, Tashkent 100000, Uzbekistan. You may also raise an issue with your assigned SAMI contact. If that person is the subject of the complaint, ask for a manager to handle it.
Please provide your name and safe reply details, your SAMI ID or order/application reference if available, what happened and when, the outcome you seek, and relevant evidence. A concise account is enough to start. Do not send passwords, one-time codes, full card details or unnecessary sensitive documents. We can arrange a suitable way to receive relevant files.
Tell us about an imminent deadline, suspected fraud, account compromise, safeguarding concern or accidental disclosure immediately. Identify any communication or accessibility assistance you need. A representative can complain for you if we can verify the authority; payment alone does not establish that authority.
3. Acknowledgement and review
We acknowledge complaints promptly and give an expected date for a reasoned written response. If more time is needed, we explain why, give a revised date and keep you updated on progress. Applicable legal response deadlines always take priority.
The acknowledgement should identify the issue, the person or team handling it and any essential missing information. We will review relevant records and ask for only the additional information needed. Where practical, someone not directly responsible for the disputed action will review it.
An incomplete attachment or missing reference should not automatically cause the complaint to be ignored. We will explain what is needed and how that affects the investigation. We will prioritise urgent risks separately from the ordinary response target.
4. Our response
The written response will explain the issue considered, relevant findings, our decision and reasons, and any action offered. Where appropriate, action may include a correction, apology, completion or repeat of work, staff review, a fee adjustment, refund or another remedy. If an action has a separate completion date, we will state it.
For a refund dispute, we will explain the amount paid, any proposed deductions, the supporting work or external cost and the amount to be returned. A provider investigation or a bank's settlement time will be distinguished from SAMI's own response and repayment actions.
If part of the matter belongs to another organisation, we will identify that part and the available contact or route. We will still address any part for which SAMI is responsible.
5. Requesting a further review
If you disagree, reply explaining the unresolved point, factual error or new evidence and request a management review. Where practical, the reviewer should be different from the first decision-maker. The review response will explain whether the decision or remedy changes and why.
We confirm an expected date for the management review and explain any further time needed. An internal target is not a deadline that causes you to lose the right to complain. You do not have to accept a settlement or waive another remedy simply to receive an explanation.
6. Confidentiality and fair handling
We use complaint information to investigate, respond, keep necessary evidence and improve the relevant service. We share it with those who need it for those purposes, including an implicated provider where appropriate. We cannot promise absolute secrecy if a fair investigation or legal duty requires disclosure, but we will avoid unnecessary circulation.
We may verify identity before discussing another person's private records. Anonymous reports can still be considered, although we may be unable to investigate fully or provide an individual outcome. Good-faith criticism is different from threats, harassment or deliberately false evidence; communication restrictions must not prevent a legitimate issue from being reviewed through an appropriate channel.
7. External options
You may approach an appropriate consumer or data-protection authority, payment provider, professional adviser or competent court without completing SAMI's process first. Internal review does not extend an external filing deadline. The relevant rights depend on your location, the transaction and applicable law.
Uzbekistan's competition and consumer authority publishes contact and complaint information on its official website. For privacy issues, consult the current competent authority or court route applicable to your request. SAMI can provide its final response and relevant transaction records where you are entitled to them.
8. Related information
Read the Refund & Cancellation Policy for repayment principles and the Privacy Policy for information requests. Neither document requires you to abandon the other type of request.